Haldimand-Norfolk Community Senior Support Services (H-NCSSS) is a not-for-profit organization supporting seniors and adults with disabilities to live safely, independently, and with dignity in their homes and communities across Haldimand and Norfolk counties.

H-NCSSS is seeking a Regional Program Manager to provide leadership and oversight for community-based services delivered within the Norfolk region.

Position Overview

Reporting to the Executive Director, the Regional Program Manager is responsible for ensuring high-quality, responsive client services across Norfolk County. This role oversees day-to-day program operations, supports frontline administrative staff, and ensures services are delivered consistently, equitably, and in accordance with organizational standards. The position balances direct oversight of client services with operational leadership, problem-solving, and continuous improvement.

Key Responsibilities:

• Oversee coordination and delivery of client services to ensure timely, client-centered support
• Act as a point of escalation for complex or high-risk client situations
• Ensure accurate client intake, assessments, service changes, and documentation
• Supervise, coach, and support Client Service Administrators (CSAs)
• Coordinate staffing coverage, workloads, and workflows to maintain service continuity
• Monitor service trends, access pressures, and performance indicators
• Identify operational challenges and recommend practical solutions
• Build and maintain relationships with community partners and referral agencies
• Serve as a delegate to the Executive Director in community coordination discussions
• Ensure compliance with organizational policies, privacy legislation, and reporting requirements

Qualifications:

• Degree in social services, health services, gerontology, community development, or a related field
• Experience in community-based service delivery and client-focused program coordination
• Experience supervising administrative or service coordination staff
• Strong organizational, communication, and problem-solving skills
• Experience working with seniors and/or adults with disabilities is an asset
• Proficiency with Microsoft Office and client information systems
• Valid Ontario driver’s license, reliable insured transportation, and a clear police record check

Working Conditions

• In-office position within Norfolk County
• Regular interaction with staff, clients, and community partners
• Flexibility required to respond to operational needs

Work Location:

This position works at both our Cayuga and Simcoe sites. Travel between locations is required.

Responsibilities:

Assist with the delivery of clinical and therapeutic Adult Day Programs that support adults living with dementia, frail seniors, and adults with disabilities. Working alongside and assisting the Therapeutic Recreationist with program delivery, planning and facilitating exercise programming, providing caregiver support, and assisting with activities of daily living. Maintaining accurate client information and documentation as required.

Qualifications:

College Diploma/Certificate in Personal Support Worker or Developmental Service Worker, First Aid/CPR . Practical experience working with individuals living with dementia or cognitive impairments in a client-centered therapeutic, social, or recreational setting. Certificates such as GPA, Dementia Studies, or STEPS Exercise Program are an asset.

Benefits and Working Conditions:

35 hours per week · In person, Monday to Friday · 3 weeks paid vacation · 3 personal days · Paid sick time · 21 hours personal emergency time · Benefits Package · Shared Group RRSP · Employee Assistance Program · Supportive team environment

Job Responsibilities:

• Drive agency van to transport clients as directed
• Provide assistance to clients with limited mobility
• Ensure the use and maintenance of all van safety precautions including Q strains, seatbelts, automatic lift and the functionality of fire extinguisher and first aid kit
• Review and maintain current van schedule ensuring adherence to the policies of H-NCSSS transportation service
• Operate the van in compliance with the Ontario Traffic Safety Act
• Perform standard daily vehicle checks with regular maintenance and safety inspections
• Completion of administrative reports as required.

Qualifications:

• Current driver’s license & a clear Driver’s Abstract ol Personal Driver’s Insurance
• Current First Aid certificate (CPR Certificate an asset)
• Current Police Check and a minimum of three professional references
• Ability to perform the physical demands of the job which could include assisting and lifting clients and the ability to operate the lift manually in the event of electrical failure
• Previous related experience is an asset
• Good organizational, time management skills, reliable and available to work flexible hours
• Excellent communication & interpersonal skills with Seniors and Disabled Adults
• Familiar with the specialized needs of Seniors and Disabled Adults
• Flexibility to adapt to a changing environment and challenges
• Ability to work independently while being part of a larger team